Technical Support Analyst

Creative Solutions Services, LLC; Petersburg (VA); On-site; USD 36,000 - 48,000; Part time

Job summary

Creative Solutions Services, LLC seeks a Technical Support Analyst in Petersburg, VA for a 3‑month, 24‑hour‑per‑week onsite assignment. The role covers maintaining district technology, hardware, software, and related systems, with emphasis on reliability and user support.

You will handle IT service management tasks, troubleshoot hardware and software, document processes, and coordinate procurement and security controls. Interest in EHR projects and office relocations is a plus.

Qualifications

• Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management.
• General knowledge of MS 365 applications: Word, PowerPoint, Excel, Outlook, SharePoint, Teams.
• Experience leading meetings, configuring audio equipment.
• Experience troubleshooting hardware and software hands-on or from a service desk.
• Experience creating professional communications to users.
• Demonstrated success in managing and prioritizing work.
• Basic understanding of writing technical processes and instructions to simplify user tasks.
• Ability to write clear emails explaining technical issues and follow up with users.
• Ability to meet with staff to gather information for resolutions.
• Basic understanding of various technologies and ability to research them for troubleshooting.
• Experience with PC refresh projects with VA Executive Branch agencies.
• Knowledge of Virginia IT policies and PC refresh processes.
• Team-oriented with collaboration experience.
• Experience planning and supporting full office relocations, including cabling.
• Strong project management and ability to manage multiple priorities.

Responsibilities

• Technology Needs Assessment: evaluate district hardware, software, systems, and initiatives.
• Technical Support & Troubleshooting: assist applications, hardware, and systems issues; train staff on troubleshooting.
• Systems Maintenance & Documentation: document, upgrade, or replace hardware/software; maintain asset records.
• Procurement & Security: review procurements; maintain security controls over software and systems.
• User Support & Guidance: advise users on technologies and coordinate with IT operations centers for solutions.
• Issue Escalation: escalate urgent issues to IT Operations Center, Security Office, and VITA as needed.
• Additional Experience: support office relocations and EHR implementation as needed.

Skills

ITSM

MS 365

Meeting leadership

Troubleshooting

Tech writing

Email communications

Multitasking

Process docs

Escalation coordination

Office relocation

EHR familiarity

Team collaboration

PC refresh

Virginia policies

Job description

Title: Technical Support Analyst

Location: Petersburg, VA - Onsite

Duration: 3 Months

Interview: In Person Only

Note: This is a 3 day per week role for a total of 24 hours per week for three months and then the position will be transitioned to a permanent Wage (part-time) position but still at 24 hours per week.

Job Description:

Assessing, maintaining, supporting district's technology: including hardware, software, systems, upcoming technology initiatives. Ensures reliable operations, provides technical assistance, supports planning, execution of technology‑related projects.

Key Responsibilities

Technology Needs Assessment

• Evaluate district needs for hardware, software, systems, and upcoming technology projects.
• Track current and future initiatives, issues, concerns, and action items.

Technical Support & Troubleshooting

• Provide technical assistance for applications, hardware, and system-related issues.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
• Coach staff through troubleshooting computers, hardware, phones, mobile devices, asset inventory tools, and software issues.

Systems Maintenance & Documentation

• Document, maintain, upgrade, or replace hardware and software systems.
• Maintain accurate district asset inventory records.

Procurement & Security

• Review and recommend procurement of information technology equipment.
• Maintain required security controls over software and related systems.

User Support & Technology Guidance

• Advise users on available technologies that support business needs.
• Communicate user needs to the VDH IT Operations Center or VITA for additional guidance or solutions.

Issue Escalation

• Escalate urgent issues and outages to the VDH IT Operations Center, Information Security Office, and VITA as appropriate.

Additional Experience (Preferred)

• Experience supporting office relocations, including server moves and telephone setup.
• Experience initiating or supporting Electronic Health Records (EHR) implementation.

Required Skills:

• Knowledge of IT Service Management: Incident, Change, Service Reequest, and Asset Management
• General knowledge of MS 365 applications: including WORD, Powerpoint, Excel, Outlook, SharePoint, Teams
• Experience leading meetings, configuring audio equipment
• Experience toubleshooting hardware and software-hands on or from a service desk
• Experience creating professinal communications to users
• Demonstrated success in managing and prioritizing work
• Must have basic understanding of writing technical processes and instructions to simply processes for user.
• Must be able to write clear emails explaining technical issues and work toward solution and have the ability to follow up with user/district as needed
• Must be able to meet with staff and converse about needed technical resolutions and get as much information as possible during the meeting.
• Must have a basic understanding of various types of technology and the ability to research them to trouble shoot possible technical issues
• Experience working on PC Refresh projects with one or more Executive Branch agencies within the Commonwealth of Virginia
• Demonstrated knowledge Virginia Information Technologies Agencies policies and processes regarding PC Refresh
• Must demonstrated success working as a team member and collaborating to achieve objectives.
• Demonstrated experience planning, executing, supporting full office relocations, including structured cabling, network wiring, equipment setup
• Excellent project management skills and ability to manage multiple priorities